Product
Our software will help you
Overcome the main challenges the fitness industry is facing:
- High member churn rate
Due to difficulty in engaging and retaining members, especially as the competition in the industry becomes fiercer and customers more aware of the value proposition.
- Understanding member behavior
Due to difficulty in engaging and retaining members, especially as the competition in the industry becomes fiercer and customers more aware of the value proposition.
- Lack of a customer journey vision
Without the right tools defining and implementing a customer lifecycle is a massive challenge
for fitness operators.
- Unmindful touchpoints on the club
Maybe due to limited resources and lack the expertise, information or technology to target contacts with at-risk customers.
With our 4 step retention process
We can help you with all of the above
know
Reveal your retention drivers
At InovFitness, we understand the importance of data in driving successful retention strategies.
That’s why we start every engagement with a comprehensive analysis of historical operator data. This includes data on members, member-ship plans, attendance, group classes, survey responses, and other relevant information.
Through this analysis, we gain a deep understanding of the factors that drive retention at each facility. We use this data to segment the customer base, identifying key groups of members with similar characteristics and behaviours.
And finally, we apply a state-of-the-art algorithm for measuring dropout risk going forward.
Design
Insights to boost your business
By understanding the retention history, the customer base, and daily operations we can develop targeted retention strategies that are tailored to each specific business.
This allows us to focus our efforts where they will have the greatest impact, increasing the effectiveness of any retention efforts.
A big part of this process is enclosed by the definition of the lifecycle, the footprint that will map every single touchpoint with the customer; the framework will detail scenarios depending, between others, on the time since the membership began, the current and previous usage, risk factors, demographic data and levels of satisfaction and motivation
See customer point of view
See customer point of view
Antecipate needs, expectations and desires
Understand what is working and what is not
See gaps and improve the journey
Redesign the experience
Track
Act upon customer behavior
In any industry, and fitness is no exception, for a customer lifecycle to be effective, it can’t just be on paper.
Fitness operators need a specialized software solution where they can create, manage, and trigger the different types of touchpoints. With emphasis on the situations where we can employ the main asset of fitness operators, the club staff.
Our ‘Live Club’ solution will help professionals in their gym floor interactions, prioritizing contacts, while providing the relevant information to better tackle each situation.
When members are not in the club, we can still engage with them through ‘Touch-points’.
And, just as importantly, our surveys module — ‘Feeds’ – will ensure a constant communication loop regarding feed-back from the customer base.
Control
Everything is measurable… even retention
With the data generated by the solution, in addition to all the information that the operators already have available, we have all we need to assemble a reporting area to evaluate everything retention-related, keeping tabs on ways of improvement.
Interactions and communications can be measured by their effectiveness, which also extends to the productiveness of the staff, based on an objective and impartial evaluation model.
In operations, with the survey responses, we can trace historically the evolution of NPS (Net Promoter Score) and specific service indicators, such as the quality of gym floor interactions or the facilities’ cleanliness
improve your user retention
Using your customers data, science latest research, and the market’s best practices